Customizing Case Level Flags with Workflow Rules and Field Updates

Summary

You can customize Case Flags at the Case level using Workflow Rules and Field Updates. For example, you could have different flag timings based on Case Priority or an associated Entitlement.

Details

Four fields are provided on the Case object that can be manually or programmatically set with quantities of hours. When a Case is created, Case Flags will set the four fields with the values you specified in the Setup Wizard or with Account specific hours if any have been set for that particular Account. You can create a Workflow Rule with Field Updates on Case which when run, will supercede the default and Account specific hours.

In the example given below, we will create a Workflow Rule with a set of Field Updates to alter the escalation time for cases where the Priority has been set to High.This is just an example and should be evaluated before implementing into your production organization.

1.Navigate to Setup | Create | Workflow & Approvals | Workflow Rules.

2.Click NewRule.

3.Select Case as the object and click Next.

4.Enter Rule Name: Escalate flag when priority high

5.Select created, and any time it’s edited to subsequently meet criteria.

6.Enter the Rule Criteria, in this case Case: Priority EQUALS High.

7.Click Save and Next.

8.In the Add Workflow Action picklist, select New Field Update.

9.Enter a Name.

10.Select Field to Update.

11.Check Re-evaluate Workflow Rules after Field Change.

12. Enter a formula to update the Case Flag Age field.

For example, the following field update will make cases with a high priority escalate to a yellow flag in half the usual time: FLAGS__CaseTimeOffset2__c * 0.5

Note: As an alternative to cutting the usual time in half using the above-mentioned formula, you may also enter a specific number for the Formula.